A Smarter Welcome for Every Guest
How L Squared helped Hilton Suites Toronto/Markham improve guest experience with an interactive digital concierge.
Hilton Suites Toronto/Markham Conference Centre and Spa is a 500-room, Four Diamond property located in Markham, Ontario. As one of the area’s largest hotels and a leading conference destination in York Region, the property serves approximately 250,000 guests and visitors annually.
With a high volume of business travelers, conference attendees, and international guests, the hotel needed a better way to provide fast, accurate, and accessible information. The goal was to reduce perceived check-in and concierge wait times, support multilingual guests, provide flight and local information, and help visitors navigate nearby amenities with confidence.
L Squared developed an interactive digital concierge kiosk that combined static digital signage, real-time information, and touchscreen navigation into one guest-friendly experience
Challenge & Solution
The hotel faced several guest experience challenges. Travelers wanted information quickly and independently. Guests needed access to airport flight details, nearby attractions, restaurants, weather, hotel amenities, and directions. Language barriers also created a need for multilingual support.
L Squared solved these challenges with a large-format touchscreen kiosk designed for intuitive navigation. The digital concierge included large buttons, multilingual functionality, and integrated databases for attractions, restaurants, weather, flights, and local search.
The system also connected with Google Maps, allowing guests to access directions and send information by email, text, or print.
The Technology
The solution included:
- Large-format interactive touchscreen kiosk
- Static and interactive digital signage functionality
- Multilingual user interface
- Concierge database for attractions, restaurants, flights, weather, and local searches
- Google Maps integration
- Email, text, and print takeaway options
- Visual promotion capabilities for hotel outlets and functions
Implementation
L Squared designed the kiosk around hotel guest behavior. The interface needed to be simple, fast, and welcoming for users of different ages, languages, and levels of technical comfort.
The kiosk was placed in a high-traffic area to support guests when concierge staff were busy or unavailable. Content was organized into easy-to-select categories so users could quickly find what they needed without waiting in line.
In addition to guest services, the kiosk displayed visual promotions for hotel outlets, conference offerings, and amenities, helping the property cross-promote services throughout the day.
Impact
The interactive concierge gave Hilton Suites Toronto/Markham a professional 24/7 information resource that improved convenience for guests and reduced pressure on front desk and concierge staff.
The impact included:
- Reduced perceived wait times at concierge and check-in areas
- Improved access to local attractions, restaurants, flights, and hotel information
- Multilingual support for international guests
- Easier navigation through maps and takeaway directions
- New opportunities to promote hotel outlets and services
- A more modern, self-service guest experience
The kiosk helped the hotel meet the expectations of independent, tech-savvy travelers while supporting a smoother hospitality experience.
Call to Action
Ready to turn your lobby into a smarter guest communication hub? L Squared helps hotels and hospitality venues deliver real-time information, wayfinding, promotions, and concierge support through interactive digital signage. Contact Us
Project Partners
- L Squared
- Hilton Suites Toronto/Markham Conference Centre and Spa
